---
title: "Review calls and monitor live calls"
description: "Read call outcomes, waiting time and phone minutes, and see calls currently with Kai or your team."
url: https://help.gleap.ai/fr/articles/16751998-review-calls-and-monitor-live-calls
collection: "Reports"
updated: 2026-11-01
language: fr
alternates: [en]
---

# Review calls and monitor live calls

Read call outcomes, waiting time and phone minutes, and see calls currently with Kai or your team.

Phone reporting has two views: **Reports → Calls** for past calls and **Reports → Live calls** for what is happening now. Both are marked Beta where shown in the app.

### Read the Calls report

![Reports calls screen in the Pied Piper demo project.](https://staticfiles.gleap.io/p613b5dd730aed737108f87ab/ZZCceYaZxsNKW1jLVWEtQHDMXbmNeXzxaymcgNHQwNE0cGiHd16ZDYBKobHzSNYYh7rOAwZylHC.png)

![Reports live calls screen in the Pied Piper demo project.](https://staticfiles.gleap.io/p613b5dd730aed737108f87ab/ovgTKiXvNwc3cGTT9GNZytMcLKweFQRsMu32scaRjpnEcVomUI8hWfKuE9y1TLBzYpIlYz4udFT.png)

Open **Calls**, set the date range and apply the available filters. The report includes total calls, **Handled by Kai**, waiting time and **Phone minutes**, followed by calls by hour, outcomes, lines and top tags.

Outcomes distinguish **Handled by Kai**, **Answered by team**, **Forwarded**, **Callback**, **Abandoned** and **Failed**. A callback outcome means follow-up is required; it does not mean someone has called the customer back.

Use the line breakdown when different numbers serve different teams. Read waiting time alongside abandoned calls so a lower number is not mistaken for a better experience when callers leave early.

### Monitor live calls

Open **Live calls** to see:

-   **On calls now**
    
-   **Waiting for your team**
    
-   **With Kai**
    
-   **Teammates free**
    
-   The current call list and ringing or hold states.
    

This page reflects live state. Use Calls for the completed history.

### Check permissions and recordings

Seeing live calls has its own permission. A teammate may have access to that page without all reporting pages. Listening to recordings also requires the relevant permission and an existing recording.

A transcript and an audio recording are separate settings on the phone line. Open the ticket to review the context and follow-up attached to a particular call.

### Related

-   [What Gleap measures](https://help.gleap.ai/en/articles/307-what-gleap-measures.md)
    
-   [How the inbox works](https://help.gleap.ai/en/articles/291-how-the-inbox-works.md)